---
title: "How to fix call forwarding disconnects for emergency menu options in Phones Pro"
slug: "how-to-fix-call-forwarding-disconnects-for-emergency-menu-options-in-phones-pro"
updated: 2026-10-15T01:11:41Z
published: 2026-10-15T01:11:41Z
canonical: "help.servicetitan.com/how-to-fix-call-forwarding-disconnects-for-emergency-menu-options-in-phones-pro"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.servicetitan.com/llms.txt
> Use this file to discover all available pages before exploring further.

# How to fix call forwarding disconnects for emergency menu options in Phones Pro

## Problem

Callers are disconnected when they press a number on their keypad for an emergency. The call should forward to a representative but it rings and then cuts off.

## Solution

Follow the steps below to verify and update call routing logic for emergency selections in Dialpad.

### Adjust Call Routing

1. In Dialpad, go to your **Admin Settings**.
2. Go to **Main Line > Business Hours & Call Routing**.
3. Click **Edit Call Routing** to review the current configuration.
4. Review how calls are routed.
  1. If calls are routed to an *Ai Contact Center*:
    1. Go to **AI Contact Centers**.
    2. Select the appropriate contact center.
  2. If calls are routed to a *Department*:
    1. Go to **Departments**.
    2. Select the relevant department.
5. On the department or contact center screen, go to **Business hours & call routing > Edit Call Routing**.
6. Scroll down to **Fallback Options**.
7. In the *To an automated response menu* numbers field, enter the phone number you want calls to forward to.
8. Double-check that the number is correct and matches the recipient's cell phone number.

### Test Call Forwarding

1. Place a test call to one of the main line numbers.
2. Check if the call forwarding now works without disconnecting the caller.